11 Customer Service Skills Every Inbound Call Center Agent Needs to Have

11 Customer Service Skills Every Inbound Call Center Agent Needs to Have

When your customers have been the foundation of your business’ growth, it’s understandable (and even expected!) that there’s a high importance on those relationships. As an expert in conversational marketing, we know what it takes to form and maintain the relationship with your customers.

Whether you have an in-house contact center or you have an outsourced partner, these customer service skills need to be top of mind for all of your call center agents.

5 Significant Ways to Reduce Churn Through Customer Relationships Within Your Contact Center

5 Significant Ways to Reduce Churn Through Customer Relationships Within Your Contact Center

Churn is the most important word to your subscription business. A Gartner Group reports that 80 percent of your future revenue will come from 20 percent of your current customers. By investing directly in those relationships, you can ensure you are maximizing the lifetime value of each customer. A study conducted by Bain & Co. cited that increasing customer retention rates by 5 percent increases profits by 25 to 95 percent.

10 reasons that only having an internal contact center may be costing you money

10 reasons that only having an internal contact center may be costing you money

I get it.

There’s truly nothing more valuable to your business than your customer base. The desire for a business to manage their customer communication within their organization, with their employees, is completely valid.

However, just because customers will be serviced primarily by an internal contact center does not mean they should ONLY be serviced by an internal contact center. When it’s not your core competency, contact centers, by their sheer nature, can lead to inefficiencies.

Taking a Conversational Marketing Approach to Your Contact Center

Taking a Conversational Marketing Approach to Your Contact Center

While many businesses are increasingly driving self-service models, there remains an ever-present need for a high performing contact center. Where organizations miss the mark is attempting to replace the conversation with robust scripts, scenarios, IVR, etc. They overlook the reason the customer called in the first place--for individual service. It is frustrating and aggravating to engage in a customer service call in which policies and procedures are regurgitated from content the customer has most likely already reviewed…they are calling on the hope that the brand will treat them uniquely or as an exception. If that’s the case, then a one size fits all approach will not only fall short of customer expectations, it may lead to customer loss and negative customer sentiment.

The Top Secret Recipe to Increase Employee Engagement in a Contact Center (Only 5 ingredients!)

The Top Secret Recipe to Increase Employee Engagement in a Contact Center (Only 5 ingredients!)

Everyone’s family has a secret recipe for Thanksgiving that’s been passed down over the years. The pie, the stuffing and even the cranberry sauce all have a personal touch that has been tested and perfected lovingly over time.

Many times creating exceptional employee engagement can seem just like that Thanksgiving pumpkin pie – a mysterious recipe that seems just out of grasp, so secret you can’t wait for the day when someone will tell you how to make it perfect. You might test a few techniques here or there, but when the result isn’t perfect, it’s often times blamed on not having that top-secret recipe.

Reduce Employee Turnover In Your Contact Center in Just 15 Minutes Per Day

Reduce Employee Turnover In Your Contact Center in Just 15 Minutes Per Day

Your workforce is the single largest line item expense on your balance sheet, and yet far too often this number is exasperated even more by unnecessary turnover. It is estimated that replacing an employee costs about 20% of their salary, although some estimate even more. Multiply this by the number of employees that leave your company every year and you’ve got a serious problem.

3 Important KPIs for Inbound Telemarketing Services

3 Important KPIs for Inbound Telemarketing Services

Whether you have an in-house call center, or you have an outsourced telemarketing partner, it is so important to know how to measure performance and success. Answering a call is great, but if the customer isn’t satisfied, what’s the point?

As an experienced telemarketing company, we know how important it is to not only track the following important key performance indicators, but continually work to improve your inbound telemarketing stats. Below are three important KPIs for inbound telemarketing services are essential to not only retain happy customers, but also to help your business continue to grow!

A Top Workplace In Ohio

A Top Workplace In Ohio

Incept’s most significant competitive advantage for many customers is a pay-for-performance pricing model in which Incept is only compensated for delivering the desired results for their client, be it a donor, sale, or retained customer.  Simply put, Incept doesn’t succeed unless our clients succeed.

To accept this level of risk, we have to consistently recruit, train, and retain our employees better than our competitors. Our long-term success has been the result of a very intentional focus on developing a culture that rewards innovative ideas and fearless front-line leadership.  This culture has led to numerous Top Workplace Awards, including being the highest rated company from Stark County for several years by Workplace Dynamics and the Plain Dealer as well as the Smart Culture Award by Smart Business in the last 2 years.

5 Ways to Reduce Call Hold Time in a Call Center

5 Ways to Reduce Call Hold Time in a Call Center

Understanding how to reduce hold time in a call center to increase agent productivity and customer satisfaction is something we excel at and want to help your business with too. There are so many benefits to working to assist customers as soon as possible—customer experience being at the top of the list!

In this blog post, we go over the top 5 ways to reduce call hold time for your call center.

11 Customer Service Quotes To Inspire Your Team

11 Customer Service Quotes To Inspire Your Team

Customer service is the act of supporting your customers in a way that ensures their satisfaction with your product or service. While this is traditionally done over the phone, customers are seeking service though many other channels too, including email, web, text message, and social media .

At Incept, we believe that every customer interaction is an opportunity to grow or weaken a relationship and customer expectations are higher than ever. To keep the importance of this top of mind and to inspire our team to be the best possible version of themselves, we put together a list of a favorite customer service quotes to inspire both your team and yours!

Contact Center Trends for 2019 That We Are Most Excited About

Contact Center Trends for 2019 That We Are Most Excited About

The landscape of communication is rapidly evolving so we strive to keep tabs on latest contact center trends so that we can provide our clients (and their customers) with the best service. Being in a mindset of growth and advancement always proves to be effective in helping our clients achieve their customer service goals as well as improving our own business.

Whether the current call center trends include tactics that we already employ or methods that we see on our horizon, here’s what our team is most excited about in 2019:

3 Strategies To Increase Retention of Subscription Box Customers

3 Strategies To Increase Retention of Subscription Box Customers

Customer churn is the single most important factor in predicting a subscription box service’s future success, according to David Packman, a well-known industry investor. But alarmingly, McKinsey & Company found that more than one-third of subscription box consumers cancel within three months. S what can be done to increase the retention of subscription box customers?

Well-designed customer retention programs can help to reduce customer churn as well as identify critical service issues that may be creating customer dissatisfaction. In our experience, it's best to customize your subscription customer retention strategies to one of the following two approaches:

Retaining Exceptional Employees: 4 Ways to Reward Contact Center Employees

Retaining Exceptional Employees: 4 Ways to Reward Contact Center Employees

Contact centers have one of the highest turnover rates of any industry, with an average organization needing to replace 1/4 of their front-line staff each year. Continuously replacing team members takes a toll on any organizations, both financially and culturally. And while many believe that simply increasing the hourly wage is the answer to this problem, it’s been proven that the most successful employee retention strategies revolve around recognition, rewards, and overall company culture.

3 Reasons to Add Live Chat to Your Conversational Marketing Strategy

3 Reasons to Add Live Chat to Your Conversational Marketing Strategy

In today’s social media and texting culture, the connection between customer and business is changing. The way people want to discuss their problems, and how fast they want them solved, also plays a role in the channel they use to contact support.

And based on the stats of only 6% of millennials wanting to call a company for customer service, we know it’s time to evolve. Therefore, we want to discuss several reasons to add live chat to your conversational marketing strategy to help you find methods to grow your business.

Strategic Planning for Telemarketing Companies

Strategic Planning for Telemarketing Companies

Incept’s CEO, Sam Falletta, was recently featured on The Market That Moves America podcast where he talked about Incept’s path from rapid expansion to focused growth. With nearly two out of five middle market businesses lacking a clearly defined strategy to guide business decisions, this podcast is worth a listen for any business interested in learning from one company’s journey towards strategic growth.

Incept: From Rapid Expansion to Focused Growth

Incept: From Rapid Expansion to Focused Growth

Incept was recently spotlighted by The National Center For The Middle Market in their Strategic Planning for Growth research analysis. Through their research, the NCMM uncovered three critical components of strategy—definition, development process, and execution—that work together to enable companies to achieve their growth goals. Below is a short video summarizing the key findings of the analysis followed by an excerpt from the report: Incept’s journey from rapid expansion to focused growth.